Alisia Mitchell
Augusta,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
Customer Service Representative - Helpdesk Remote
Guidehouse
03.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- 40+ calls daily
- Help customers in technical support to be able to get into their SBA portal accounts
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to inquiries by phone, email and walk-up requests.
- Logged activities in tracking system to maintain accurate, timely records.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Patched software and installed new versions to eliminate security problems and protect data.
- Promoted efficiency among departments with prompt resolution of system issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative-WFH
Broad Path Healthcare Solutions
09.2021 - 01.2023
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Promptly responded to inquiries and requests from prospective customers.
- 70+ calls per shift
- Educated customers about billing, payment processing and support policies and procedures
- Developed and updated databases to handle customer data
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative-Remote
Bank of America
10.2018 - 03.2020
- Promptly responded to inquiries and requests from prospective customers
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Managed over 60 customer calls per day
- Increased sales by 10%
Customer Service Representative-Remote
Bank of America
10.2018 - 03.2020
- Promptly responded to inquiries and requests from prospective customers
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Managed over 60 customer calls per day
- Increased sales by 10%
Customer Service Representative-WFH
Geico Georgia
04.2016 - 09.2018
- Answer inbound calls and emails, data entry
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- High volume calls
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Burke County High School
Waynesboro, GA05.2015
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Customer Service
- Typing Proficiency
- Documentation
- Help Desk Support
- Data Processing
- Technical Support and Assistance
- Data Entry
- Call center experience
- Salesforce Administration
Timeline
Customer Service Representative - Helpdesk Remote
Guidehouse
03.2023 - Current
Customer Service Representative-WFH
Broad Path Healthcare Solutions
09.2021 - 01.2023
Customer Service Representative-Remote
Bank of America
10.2018 - 03.2020
Customer Service Representative-Remote
Bank of America
10.2018 - 03.2020
Customer Service Representative-WFH
Geico Georgia
04.2016 - 09.2018
High School Diploma -
Burke County High School